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Customer Service Skills for Frontline Employees

Customer Service Skills for Frontline Employees

Why Attend

In today's competitive market, exceptional customer service is critical in building brand loyalty and driving business growth. This workshop equips frontline employees with the skills and knowledge to interact effectively with customers, resolve issues efficiently, and create positive experiences that win and sustain customers loyalty.

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Overview
Course Methodology

This interactive workshop combines engaging presentations, practical exercises, role-playing scenarios, and group discussions. Participants will gain hands-on experience applying learned concepts to real-world situations, fostering a deeper understanding of effective customer service techniques.

Course Objectives

By the end of the course, participants will be able to:

  • Communicate effectively with customers using clear, concise, and professional language
  • Develop active listening skills to understand customer needs and concerns
  • Apply problem-solving techniques to resolve customer issues efficiently and professionally.
  • Deliver exceptional service that exceeds customer expectations and builds positive relationships
Target Audience

This workshop is designed for frontline employees who interact directly with customers, including sales representatives, receptionists, call center agents, and retail staff.

Target Competencies
  • Communication (verbal & non-verbal)
  • Active Listening
  • Empathy and customer focus
  • Problem-solving and conflict resolution skills
  • De-escalation techniques
  • Building customer relationships and loyalty
Course Outline
  • The Power of Customer Service
    • Understanding the impact of customer service on business success
    • Identifying customer expectations and building trust
    • Fostering a customer-centric culture within the organization
  • Communication Essentials
    • Techniques for clear, concise, and professional communication
    • Active listening skills to understand customer needs and concerns
    • Using positive language and body language to build rapport
  • Exceptional Service Delivery
    • Strategies for exceeding customer expectations
    • Applying empathy to address customer concerns effectively
    • Delivering solutions that build customer satisfaction and loyalty
  • De-escalation and Conflict Resolution
    • Identifying and addressing the root cause of customer dissatisfaction
    • Techniques for de-escalating emotional situations
    • Finding common ground and developing win-win solutions
Schedule & Fees

2024 Schedule & Fees

Location & Date

There are no public sessions remaining for the course this year. Please contact us if you wish to have a customized in-house session, or to find out how an additional public session can be scheduled.

Fees
Per participant

SAR

Fees + VAT as applicable

(including coffee breaks and a buffet lunch daily)

Discount Plans & Cancellations Policy

Meirc reserves the right to alter dates, content, venue, trainer, and to offer courses in an integrated virtual learning (IVL) format whereby face to face classroom participants and virtual learners participate simultaneously in the same course in an interactive learning experience.

Tax Registration Number: 311655469100003

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Meirc Training and Consulting
9200 13917 (KSA)
+966 11 451 7017
+966 53 534 4368
[email protected]
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